[Resolved]  Tata Motors — DELAY IN SERVICE AND HARRASSMENT

Address:

Sirohi, Rajasthan

I have at a Tata Motors Insurance (National Insurance Company Limited) policy number[protected] dated 10/8/2010. The policy is against my Tata Indica Vista Aura Safire Car Regn Number RJ24CA2017.
On 7th May my car was damaged and hence I took it to the nearest authorized dealer of Tata Motors i.e. Green Motors, Abu Road, Distt Sirohi , Rajasthan. I was told that since staff was not available that day, I should send the vehicle to the work Shop along with the copies of Registration, Insurance Policy and the driving license. Accordingly I sent the vehicle along with the driver and the documents to the said workshop on 9th May. However, at about 1030 hrs, I was surprised to receive a call from the workshop that they cannot accept the car since they did not have the cashless facility and I was advised to take the car to the authorized dealer at Udaipur which was situated 200 Kms away. I objected and also discussed the matter with the owner Mr Dalip Tak. However, they still refused to accept the car on the same pretext. I then took the up the matter with the insurance company through phone number[protected] and after discussion of the matter with various personnel, I was advised by them also that they did not have cashless arrangements with the said workshop and advised me to send the car to Udaipur. When I resisted the same as the suggestion was not justified. I was then advised to contact Tata Business Service Support at phone Number[protected]. On being contacted I was put through to one Mr Gajanan who on hearing the problem was very helpful and contacted the workshop Manager Mr Mahesh. However, inspite of his persuasion the workshop still continued to refuse to accept the vehicle for repairs as the Manager was on leave and after repeated follow up through Mr Gajanan. I was also advised to contact Mr Mahesh (Manager) on phone number [protected]. A complaint to this effect was lodged with TBSS vide complaint Number 1628. The vehicle was finally accepted by the Workshop only at about 1800 hrs without the documents and I was told that no action will taken till Mr Mahesh reports from leave on 11th May. On 11th May, the photocopies of the relevant documents were submitted to the workshop and I was informed that process to repair the vehicle will be initiated. However, I was not advised by any further action to be taken by me nor any estimates of repairs given. I did not hear anything further from the workshop and on Saturday the 15th May, hoping the vehicle would have been repaired, I contacted Mr Mahesh on telephone in the morning. On inquiry I was informed by Mr Mahesh (Manager) that since he was out, no action could be taken till then and he would expedite the process. When I checked up again in the evening, I was informed that since I had not lodged the report with the insurance company, the case could not be processed. I was advised to lodge report with the estimates and only then after inquiry the estimate of Rs 10950/= was intimated. I accordingly lodged the report with the insurance company vide number[protected] and intimated to Mr Mahesh. Till then one week had passed.
On 16th May, I again contacted Mr Mahesh about the progress of the repair of vehicle. I was told that the survey had been carried out and the vehicle would be repaired in about two days. On 19th when I again contacted, I was told that since the painter had not come, the work could not be completed and would be completed the next day. However, since 20th, Mr Mahesh or the workshop is not responding to the repeated calls and neither any attempt has been made buy the workshop to contact me.
It may be seen from above that the vehicle has been in the workshop since last 13 day in all ( and 7 days since the report was finally lodged with the insurance firm), but the vehicle has not been repaired. Is it as per the terms of insurance? It amount to harassment of the customer by the workshop and the insurance firm who have failed to initiate any action on my complaint to ensure prompt service. I wonder why facilities are created when the dealers cannot deliver the service. If this is the quality of service, would one feel like renewing the contract? WHAT ABOUT THE LOSS / INABILITY TO USE THE CAR FOR SO MANY DAYS WHEN THE COMPANY PROMISES TO REPAIR THE VEHICLE WITHIN THREE DAYS?
Satpal Kapoor
DIG, Internal Security Academy
CRPF, Mount Abu – 307501
Phone: [protected]